IVR

Be responsive to customers and lower costs. That's smart.

Intelligently automate the way you greet customers, without the cost and complexity of a traditional Interactive Voice Response (IVR) implementation.

Understand what your callers need—before they reach a live agent.

OpenScape Contact Center Call Director offers a fully integrated IVR system, providing an automated, intelligent ’front-end” for incoming voice contacts. Call Director provides greetings, menus and announcements to your customers before connecting them to a live agent, while allowing callers to provide valuable information that ensures their calls are routed according to who they are, and what they need.

Calculate Your Contact Center Savings with our easy tool

Calculate Your Contact Center Savings with our easy tool

More intelligent routing decisions.

The ability to read from and write to external databases simplifies customer ”data-directed” routing. That means routing priority and wait times can be optimized according to the customer’s value to you.

Call Director can also provide basic transactional or self-service applications that previously may have required a more complex and expensive external IVR integration.

It’s customer service, made simple.

Managers can design call flows easily with a convenient drag-and-drop interface, to integrate the components into routing and queue processing, including:

Auto-attendant with navigation menu prompts

Caller input digit collection

Announcements and greetings

Intelligent messages such as estimated waiting time or position in queue